Evaluation of Public E-Services and Information Technology Accessibility in Different Social Groups

Ramutė Naujikienė, Dalė Dzemydienė

Abstract

The purpose of this study is to develop an approach based on the social quality evaluation square model for evaluation of information technology usage in different social groups. Componential view to the accessibility of e-services including IT means providing the possibility to research the influences of different life conditions to usage of the public e-services. The task of this empirical study is directed towards revealing the differences of e-inclusion and e-services accessibility for social groups of citizens of Lithuania, and to compare this accessibility data with other EU countries. Design/methodology/approach—the approach is based on the square model of social quality evaluation of information technology usage in different social groups. The social division square model includes an assessment of quality according to the evaluation of socioeconomic security, social inclusion, social cohesion, and empowerment. Empowerment can be defined as consisting of individual or collective decisions to act on one’s own life. Findings—the results are demonstrated by the accessibility of public e-services data, which are evaluated by the quality of social group development according to IT applications. The hypothesis was confirmed that the e-government activities can be realized by properly selecting and installing technologies, and using technology facilities. E-services influence the capabilities of state officials to apply modern technology and increase the availability of e-services for social groups. Results consist of individual or collective decisions to act on one’s own life, to implementation of effective information technologies in the e-government activities and using of e-services. An important indicator is the implementation of e-services in the activity of citizens. It is submitted as the index of e-participation in dealing with the activities of citizens and the possibilities of authorities directly related with providing services on the internet, participating in different types of social networks and other e-activities. Research limitations/implications—the research of population skills to use the information technology tools and the means would help determine the causes and take appropriate decisions to avoid a digital differentiation of the population. The data for analysis from EU countries are used by official statistics data provided by Eurostat and e-government Survey of United Nations. Practical implications—the results of this research reveal the differentiation of population skills of usage information technology means. Such information would help determine the e-participation index, evaluate accessibility of e-services. Results influence the appropriate decisions to avoid a digital differentiation of the population. Originality/Value—the paper presents valuable results and concludes that the e-inclusion of citizens is increased by moving to more open public e-services design development and delivery model, using the collaboration of citizens. Research type: analytical comparative review.